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Content

Excellence in Technical Customer Service

Fundamentals of Customer Service

Customer Service Via Phone and Email

Fundamentals of Communication.

Advanced Communication Skills

Using Data to Communicate

Communicating Across Cultures

Performance Management

Appraising Performance

Effective Presentations

Effective Facilitation Skills

Managing Conflict

Emotional Intelligence for Managers

Creating and Maintaining Life Balance

Problem-Solving Skills

Effective Management

What Good Managers Do: The First 100 Days

Interviewing Skills for Management

Managing Organizational Goals

Coaching Essentials

Negotiating Skills

Motivating Your Employees

Project Management Fundamentals: (Second Edition)

Project Management Professional (PMP®) Certification

Project Management Skills for Non-Project Managers

Managing Project Teams

Getting the Results Without the Authority (Includes Business Simulation)

Fundamentals of Selling:

Developing and Presenting Successful Training for Non-Training Professionals / New Trainers

Effective Time Management

Logistics and Materials Management Training

Корпоративная Культура Организации

Internal Customer Service and Definition

Mentoring

Hiring Outstanding Teams

Managing Multigenerational Teams

Practical Leadership

Strategic Planning Skills

Strategic Development of Talent

HR Optimization

Strategic IT Planning Skills

Strategic IT Planning Skills

E-Business: Enterprise Wide Planning

Advanced Business Writing

Effective Business Writing

E-Business: Fundamentals of E-Commerce

E-Business: Fundamentals of Enterprise Wide Infrastructure

E-Business: Small Business Site Planning and Development

Effectively Managing Technical Teams

Project Management for Technical Teams

Leading Virtual Teams

Global Marketing

Writing for a Global Audience

Logic In Writing Thinking And Problem Solving

Logistics and Incoterms

Hiring Top Performers

 

Excellence in Technical Customer Service

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • meet the customer.
  • diagnose the customer’s issue.
  • deliver solutions.

Course Outline

Lesson 1: Meeting the Customer

  • Be a “People Person”
  • Represent Your Company
  • Relate to the Customer

Lesson 2: Diagnosing Issues

  • Deal with a Customer’s Misrepresentations
  • Determine the Customer’s Need
  • Troubleshoot the Customer’s Problem

Lesson 3: Delivering Solutions

  • Finalize the Solution
  • Educate the Customer
  • Deliver Bad News
  • Achieve Performance Standards
  • Close the Contact

Course Details

Duration– 1 day

Description– As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative.

Objective – You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues.

Target Student– Customer service professionals providing technical support or service, on-site or by way of call center or email.

Prerequisites– Customer Service Skills

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Fundamentals of Customer Service

Course Outline

Lesson 1: Understanding Customer Service

  • Describe Customer Service
  • Identify Customer Expectations
  • Commit Yourself to Providing Excellent Customer Service

Lesson 2: Focusing on the Customer

  • Create a Positive First Impression
  • Identify and Help Meet the Customer’s Needs
  • Create a Positive Last Impression

Lesson 3: Handling Complaints

  • Make it Easy for Customers to Complain
  • Resolve the Problem
  • Cope with Upset and Difficult Customers

Lesson 4: Delivering Excellent Customer Service on the Telephone

  • Answer the Telephone
  • Project a Positive Image Using Your Voice
  • Transfer Calls
  • Take Meaningful Messages

Lesson 5: Coping With Stress

  • Describe Stress
  • Take Preventive Measures
  • Overcome Stress
  • Appendix A: Works Cited
  • References and Works Cited

Course Details

Duration– 1 day

Description– Fundamentals of Customer Service provides an overview of the basics of customer service. It provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

Prerequisites– Microsoft Word 2000: Level 1

Delivery Method– Instructor-led, group-paced, classroom-delivery learning model with structured, hands-on activities.

Customer Service Via Phone and Email

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • manage the customer’s initial contact.
  • address the customer’s issues.
  • close communications with the customer once all issues have been resolved.

Course Outline

Lesson 1: Managing the Customer’s Initial Contact

  • Accept a Customer Contact
  • Address a Customer’s Emotional State
  • Address Your Own Emotional State

Lesson 2: Addressing Customer Issues

  • Assess Customer Issues
  • Develop Solutions
  • Negotiate to Reach a Solution

Lesson 3: Closing Communications

  • Upsell Additional Products
  • Conclude Customer Contact
  • Follow Up
  • Release Stress

Course Details

Duration– 1 day

Description– You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative.

Objective – You will practice skills and apply principles for providing customer service remotely, via telephone and the web.

Target Student– New employees in a telephone or electronic-based customer service role in any industry, or current employees in this role in need of developing these skills.

Prerequisites– Written communication and typing skills; familiarity with telephone, email, and web-based communication tools.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

 

Fundamentals of Communication.

Performance-Based Objectives

  • Communicate formally and informally in business so there is a mutual understanding between the sender and the receiver.
  • Write clear, concise business communication so that it has a positive and meaningful impact on the reader and achieves the desired result.
  • Use graphics in business communication so that facts, processes, and summaries are effectively designed to convey visual and textual information.
  • Use verbal and non-verbal communication appropriately in business so that there are no barriers to mutual understanding in culturally diverse organizations.
  • Use electronic communication in business so that you observe proper etiquette and ensure professionalism to send and receive messages.

Course Outline

Lesson 1: Understanding Business Communication

  • Identify Basic Communication Techniques
  • Describe Formal and Informal Communication

Lesson 2: Communicating in Writing

  • Write Effective Business Documents
  • Write Effective Business Letters
  • Write Effective Memos
  • Write Effective Reports

Lesson 3: Communicating with Graphics

  • Create Graphics for Business Communication
  • Communicate Static Information
  • Communicate Dynamic Information

Lesson 4: Using Verbal and Non-verbal Communication

  • Describe Verbal and Non-verbal Communication
  • Identify Elements of Effective Meetings
  • Identify Elements of Effective Presentations
  • Read Body Language

Lesson 5: Communicating Electronically

  • Using Voice Communication in Business
  • Using Internet Communication in Business

Appendix A: Works Cited

References and Works Cited

Course Details

Duration – 1 day

Description– Fundamentals of Communication provides an overview of the basic principles of business communication. It provides guidelines and best practices for effectively communicating in the workplace, thereby improving productivity and mutual understanding in culturally diverse business organizations.

Prerequisites– Microsoft Word 2000: Level 1 or equivalent knowledge.

Delivery Method– Instructor-led, group-paced, classroom-delivery learning model with structured hands-on activities.

Advanced Communication Skills

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • determine the content of your message.
  • determine the best way to prepare and deliver your message verbally.
  • examine the basics of building a well-structured presentation.
  • examine the mechanics of delivering a successful presentation.

Course Outline

Lesson 1: Write to be Understood

  • Determine When to Write
  • Plan Your Message
  • Perfect Your Style and Mechanics
  • Writing in the Workplace

Lesson 2: Speak to be Heard

  • Prepare Your Message
  • Deliver Your Message

Lesson 3: Plan for High Impact

  • The Importance of Planning
  • Outline Your Presentation
  • Develop Your Script
  • Add Visual Aids

Lesson 4: Captivate Your Audience

  • Make Final Preparations
  • Basics of Delivery
  • The Question-and-Answer Session
  • Assess the Presentation

Course Details

Duration – 1 day

Objective –You will examine the components of good written and verbal communication.

Description – In any profession, you will find yourself in a situation where you need to relay information to another colleague. When such situations arise, good communication skills are an essential part of getting your message across clearly. This course will show you how to apply advanced verbal and written communication techniques in your workplace.

Target Student –Business professionals who are interested in learning effective written and verbal communication techniques.

Prerequisites –There are no prerequisite skills for this course, however, you might be interested in the following related courses: Problem-Solving Skills, Negotiating Skills, Business Presentations, and Business Writing: From Email to Proposals.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Using Data to Communicate

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • organize data.
  • present data in visual form to effectively communicate your message.

Course Outline

Lesson 1: Organizing Data

  • Interpret Your Data
  • Build Your Case with Data
  • Persuade Your Audience

Lesson 2: Presenting Data

  • Determine Appropriate Visuals
  • Deliver Your Message
  • Deal with Bad News
  • Adjust Your Approach

Appendix A: Interpreting Your Data

Appendix B: Determining the Appropriate Visuals

Course Details

Duration– 1 day

Description– This course will provide you with the methods necessary to prepare and present data to effectively inform or persuade your audience.

Objective – You will identify how to prepare and present data for effective communication.

Target Student– This course is intended for a wide range of managers and staff members who need to effectively use data to communicate.

Prerequisites– There are no prerequisite skills needed for this course. Suggested courses: Communication Skills, Business Presentations and Business Writing.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Communicating Across Cultures

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • examine differences between cultures, identify methods of communicating effectively and appropriately with people from different cultures, and describe cultural differences in business protocol.
  • identify methods for creating high-performing, cross-cultural teams, describe strategies for conducting successful multicultural negotiations, and explore ways of effectively resolving conflict in other cultures.

Course Outline

Lesson 1: Communicating Across Cultures

  • Recognize Cultural Differences
  • Communicate in Other Cultures
  • Follow Business Protocol in Other Cultures

Lesson 2: Working with Other Cultures

  • Work in Teams in Other Cultures
  • Negotiate in Other Cultures
  • Resolve Conflict in Other Cultures

Course Details

Duration– 1 day

Description– Increasingly, businesses around the world have become more interconnected, and companies have to think more globally in order to succeed. Despite economic ties with foreign nations, countries can be ill-prepared for doing business abroad, lacking the knowledge and sensitivity to adjust their business behavior to different cultural contexts. This course will provide you with strategies to communicate effectively across cultures.

Objective – You will communicate and conduct business effectively across cultures.

Target Student– This course is for individuals who need to communicate clearly and effectively while conducting business in cultures other than their own.

Prerequisites– There are no prerequisites for this course. You may find the following Element K courses beneficial:

Negotiating Skills

Managing Conflict

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Performance Management

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • Plan ways of effectively harnessing engagement with the individuals on your team. You will identify methods of becoming a manager of choice within your workplace by establishing your reputation as a manager who invests time, energy, and effort in the team members and in committing to performance-management strategies on the job.
  • Plan strategies for aligning the performance management goals for the individuals on your team with the established needs of your business. You will work with your team members to optimize their behavior in order to yield better results for the company, collaborate with team members to establish performance goals, ensure those goals are in alignment with business needs, discuss performance appraisals with your team members, and deliver coaching and feedback as necessary.
  • Learn strategies for creating performance and development plans for individuals. You will create creative, instructive development plans for team members seeking career growth and strategic development plans to help team members who are seriously struggling to meet their job requirements.

Course Outline

Lesson 1: Becoming the Manager of Choice

  • Develop Talent
  • Harness Engagement
  • Onboard New Team Members

Lesson 2: Using Performance Management Skills to Improve Performance

  • Identify Individual Performance Goals
  • Discuss a Performance Appraisal
  • Use Effective Interviewing Skills
  • Provide Appropriate Feedback and Coaching

Lesson 3: Creating Performance and Development Plans

  • Initiate the Performance Plan
  • Create an Improvement Plan for Performance Problems
  • Create a Development Plan for Career Growth

Course Details

Duration– 1 day

Description– New managers want to be able to step forward and assume their new responsibilities with confidence. You want to be able to lead the individuals on your team effectively by conducting ongoing performance appraisals; delivering helpful and instructive feedback, training, and coaching; and designing and implementing performance standards. You also want to develop talent within your team by employing effective performance-management strategies on the job. This course will give new managers essential performance-management skills.

Objective – You will explore basic performance-management techniques. You will identify methods of developing talent, harnessing the engagement of team members, and offering training and coaching to individual team members through performance-management strategies. You will develop and implement performance standards, conduct performance appraisal conversations, and give appropriate feedback and coaching to individuals for their edification and the benefit of the team, department, and company.

Target Student– This course is intended for a wide range of first-time managers.

Prerequisites– There are no prerequisites for this course. Taking the Coaching Essentials course is recommended.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Appraising Performance

Performance-Based Objectives

  • Establish performance expectations so that desired work results are achieved in accordance with the organization’s values and quality standards.
  • Write a performance appraisal so that it reflects an objective evaluation of the individual’s work performance.
  • Prepare for a performance appraisal discussion so that there are no barriers for an effective discussion.
  • Conduct a performance appraisal so that mutual understanding and cooperation is achieved and a realistic development plan to improve future performance is prepared.
  • Follow up on a performance appraisal so that future performance meets expectations.

Course Outline

Lesson 1: Establishing Performance Expectations

  • Appraise Performance
  • Manage Performance
  • Establish Performance Expectations

Lesson 2: Writing a Performance Appraisal

  • Avoid Common Performance Rating Errors
  • Gather Appraisal Information
  • Rate Performance
  • Ensure Legal Compliance

Lesson 3: Preparing for the Appraisal Discussion

  • Prepare the Individual
  • Arrange the Logistics
  • Prepare Yourself

Lesson 4: Conducting the Performance Appraisal Discussion

  • Discuss Your Ratings and Comments
  • Resolve Performance Problems
  • Cope with Discussion Difficulties
  • Plan for the Future

Lesson 5: Following Up

  • Evaluate the Effectiveness of the Appraisal Discussion
  • Communicate Frequently
  • Provide Ongoing Feedback and Coaching

Appendix A: Works Cited

References and Works CitedTopic

Course Details

Duration– 1 day

Description– Appraising Performance provides an overview of the basics of conducting performance appraisals. It provides guidelines and best practices for evaluating and improving the work performance of employees, thereby increasing quality and productivity.

Prerequisites– There are no prerequisites for this course.

Delivery Method– This course is designed for instructor-led, group paced classroom-delivery, providing students with structured hands-on activities.

Effective Presentations

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • listen in an active, engaged manner and take good notes.
  • participate in, organize, and conduct a meeting.
  • organize, write, and deliver a professional presentation.

Course Outline

Lesson 1: Listening and Taking Notes

  • Listen Effectively
  • Take Good Notes

Lesson 2: Participating in and Conducting a Meeting

  • Participate in a Meeting
  • Decide to Meet
  • Prepare for a Meeting
  • Run a Meeting
  • Conduct an Online Meeting

Lesson 3: Delivering Presentations

  • Organize Material
  • Write a Presentation
  • Prepare Visuals
  • Deliver a Presentation
  • Respond to Questions

Appendix A: Business Letter Speech

Appendix B: Truck Rollover Agenda

Appendix C: Notes on Japanese Negotiation

Appendix D: Outline on Japanese Negotiation

Course Details

Duration– 1 day

Description– Without a dynamic and coherent presentation, even stellar ideas can fail to convince your audience. In this course, you will learn active listening skills to facilitate the exchange of ideas in meetings and presentations. You will also organize your ideas to create coherent and convincing oral presentations, while also utilizing available visual aids and using public-speaking techniques to strengthen your delivery. You will also prepare strategies for business meetings and learn to conduct meetings efficiently.

Objective – You will effectively participate in and conduct meetings, as well as deliver professional presentations.

Target Student– This course is designed for individuals who need to present information effectively in a professional environment.

Prerequisites– To ensure your success, we recommend you first take the following Element K courses or have equivalent knowledge:

Business Writing: From Email to Business Proposals

Grammar Essentials

Microsoft Office Word 2003: Levels 1, 2, and 3

Microsoft Office Outlook 2003: Levels 1, 2, and 3

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Effective Facilitation Skills

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • identify methods of planning a facilitated meeting.
  • facilitate different kinds of meetings.
  • facilitate remote sessions.

Course Outline

Lesson 1: Planning the Meeting

  • Clarify the Purpose of the Meeting
  • Familiarize Yourself with the Meeting Subject Matter
  • Create the Agenda

Lesson 2: Facilitating the Meeting

  • Lead a Session Effectively
  • Manage a Brainstorming Session
  • Facilitate Difficult Sessions

Lesson 3: Facilitating Remote Sessions

  • Manage Remote Sessions
  • Facilitate International Sessions

Course Details

Duration– 1 day

Description– Effective facilitators know how to take charge of work sessions and lead groups toward successfully completing their work objectives. In this course, you will strategically plan work sessions and create formal agendas, lead groups to generate new ideas through brainstorming events, and help people work through facilitated difficult sessions. You will also further develop your facilitation skills by leading remote work groups and even moderating international sessions.

Objective – You will identify methods of effectively facilitating meetings and group work sessions.

Target Student– Business professionals.

Prerequisites– Comfort speaking in front of a group, leading others, and working within a team.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Managing Conflict

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • develop skills to assess a conflict situation and monitor your reaction to the conflict.
  • utilize effective communication techniques to manage conflict in a proactive manner.
  • resolve conflict through identifying it’s source, and determining and implementing the best solution.

Course Outline

Lesson 1: Recognizing Conflict

  • Identify Your Personal Reaction to Conflict
  • Develop a Healthy Attitude Toward Conflict
  • Assess the Situation
  • Avoid Conflict Escalation

Lesson 2: Responding to Conflict

  • Actively Listen
  • Communicate Effectively
  • Respond to Negative Tactics

Lesson 3: Resolving Conflict

  • Identify the Source of the Conflict
  • Determine the Best Solution
  • Implement the Solution

Course Details

Duration– 1 day

Description– This course will assist you in understanding and implementing strategies that will help to manage conflict effectively.

Objective – You will identify the sources of conflict and how to manage conflict effectively.

TargetStudent– Any business professional who encounters conflict in the workplace.

Prerequisites– There are no prerequisite skills for this course.

DeliveryMethod– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Emotional Intelligence for Managers

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • evaluate your emotional intelligence.
  • develop strategies for effectively applying emotional intelligence in the workplace.

Course Outline

Lesson 1: Evaluating Emotional Intelligence

  • Assess Your Self-Understanding
  • Determine Your Ability to Regulate Your Emotions
  • Evaluate Your Social Recognition Skills
  • Assess Your Social Regulation Skills

Lesson 2: Applying Emotional Intelligence In A Business Environment

  • Improve Your Emotional Intelligence By Understanding Your Emotions
  • Regulate Your Emotions
  • Improve Your Social Recognition and Regulation Skills
  • Build An Emotionally Intelligent Team

Course Details

Duration– 1 day

Description– In this course, you will assess your current emotional intelligence capabilities, determine your strengths, and identify areas for improvement. You will examine how emotions affect behavior and how those behaviors impact your relationships with others. You will also develop strategies for managing the emotional energy in yourself and others.

Objective – You will evaluate your current emotional intelligence abilities and apply strategies to improve your emotional intelligence.

Target Student– This course is designed for the emerging manager or mid-level manager.

Prerequisites– Prior to beginning this course, you should have experience in managing people.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Creating and Maintaining Life Balance

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • investigate the different costs of stress, assess your own level of stress, and explore the various warning signs of stress that you need to be aware of.
  • discover how to fight stress by taking better care of your body and using simple relaxation techniques that can be used practically anywhere.
  • discover the benefits of a positive attitude and staying organized at work.
  • explore the difference in personality types, and ways to adjust each type to reduce stress.

Course Outline

Lesson 1: Measuring Stress

  • The Cost of Stress
  • Assess Your Level of Stress

Lesson 2: Simple Solutions for Stress

  • Take Care of Your Body
  • Natural Ways to Combat Stress

Lesson 3: Stress-Relieving Habits

  • Get Positive About Life
  • Develop Good Working Habits
  • Plan Your Life

Lesson 4: Devising a Stress Control Plan

  • Be Assertive
  • Improve Your Behavior
  • Develop a Stress-Busting Plan

Appendix A: The Life Change Index

Course Details

Duration– 1 day

Description– How has stress affected you in the past? Have you had to take time away from work or your family because you have felt stressed out? You, like millions of others, may have difficulty managing stress in your life. Fortunately, there are techniques you can use to better manage stress, and possibly even lessen the amount of stress you encounter on a daily basis. In this course, you will learn ways of improving your physical and mental well-being, and methods of handling stress in an effective and productive manner.

Objective – You will discover methods of preventing and dealing with stress at work and at home.

Target Student– This course is intended to help those who are looking for ways to better manage stress in their lives. However, you do not already need to be suffering from stress to benefit from taking this course.

Prerequisites– There are no prerequisite skills for this course, however, you might be interested in the following related courses: Advanced Communication Skills, Negotiating Skills, Business Presentations, and Business Writing: From Email to Proposals.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Problem-Solving Skills

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • describe strategies for solving problems logically.
  • examine strategies for defining the true issue of a problem.
  • identify strategies for solving problems methodically.
  • examine business strategies for acquiring decision acceptance when problem solving.

Course Outline

Lesson 1: Starting to Solve Problems

  • The Problem-Solving Process
  • The Nature of Groups
  • Tools for Problem Solving
  • Problem-Solving Approaches

Lesson 2: Identifying the Problem

  • Determine the Problem
  • Investigate the Problem

Lesson 3: Determining the Solution

  • Analyze Problems Creatively
  • Consider Alternate Solutions
  • Choose the Best Solution
  • Solutions to Group Problems

Lesson 4: Accepting a Decision

  • Sell Your Solution
  • Implement Decisions

Course Details

Duration– 1 day

Description– Regardless of the specific organization or position, your skills and previous training have allowed you to gain employment in the corporate world. One thing that you may not be adequately prepared for, however, is dealing with problems. In a corporate environment, using specialized groups to solve problems is becoming more and more common. Being able to work in groups to solve problems will enhance your business knowledge and value to the organization. This course will show you the fundamentals of problem-solving skills—from defining your problem, to presenting it to the key decision makers in your organization.

Objective – You will investigate strategies to help you clearly define your problem, determine and present your solution, and monitor the results.

Target Student– Business professionals who would like to learn effective group problem-solving techniques.

Prerequisites– There are no prerequisite skills for this course. However, you might be interested in the following related courses: Advanced Communication Skills, Negotiating Skills, Business Presentations, and Business Writing: From E-mail to Proposals.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Effective Management

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • determine the roles that a manager must fill on a team, and explore the key areas of personal development.
  • discover how to detect silent messages through body language and other means of nonverbal communication. You will also bolster your listening skills through active listening.
  • discover ways of identifying problems, prioritizing problems, and implementing solutions effectively.
  • empower your workgroup through delegation and coaching.
  • discover the stages of team development and examine the need for regular team meetings.

Course Outline

Lesson 1: Developing as a Manager

  • The Role of an Effective Manager
  • Personal Skills Development

Lesson 2: Communicating Successfully

  • Speak Without Talking
  • Manage Better By Listening
  • Assert to Achieve

Lesson 3: Creating Successful Solutions

  • Identify the Core Problem
  • Solve Problems Creatively
  • Implement Solutions Decisively

Lesson 4: Empowering Your Workgroup

  • Delegate For Results
  • Coach for Achievement
  • Evaluate Staff Performance

Lesson 5: Cultivating Great Teams

  • Create an Invincible Team
  • Inspire Team Success
  • Team Briefings for Success
  • Resolve Conflicts Positively

Appendix A: Project Roles

Appendix B: Updated Team

Appendix C: Delegating for Results—Task List

Appendix D: Email Conflict

Course Details

Duration– 1 day

Description– The world of business is increasingly becoming centered about the interaction of different teams, both within and outside the organization. The success of a team within a company is often directly linked to the ability of a manager to lead and manage the team effectively. In order to perform the job well, the manager must understand the different roles of everyone involved in the team, and be trained in developing the capabilities of all team members and addressing issues as soon as they surface. This course will help you gain an understanding of the basic fundamentals of becoming an effective manager for your team.

Objective – You will explore the fundamental concepts of effective management.

Target Student– Business professionals who are either at the managerial level, or are interested in becoming team leaders.

Prerequisites– There are no prerequisite skills for this course; however, you might be interested in the following related courses: Problem-Solving Skills, Negotiating Skills, Business Presentations, Advanced Communication Skills, and Creating and Maintaining a Life Balance.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

What Good Managers Do: The First 100 Days

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • make the transition from team member to manager by gathering critical information, familiarizing yourself with workplace priorities and requirements, holding meetings with key players, establishing trust and credibility, and managing the basic elements of work.
  • identify methods of coaching great performances from your team members, resolving the everyday conflicts that arise, and working within the corporate structure by managing up.

Course Outline

Lesson 1: Making the Transition

  • Position Yourself for Success
  • Begin the Transition
  • Manage the Basic Work Elements

Lesson 2: Building A Winning Team

  • Coach for Great Performance
  • Resolve Conflict within the Team
  • Represent Your Team

Course Details

Duration– 1 day

Description– This course will give new managers the basics of effective management for their first 100 days on the job. Professionals who have achieved success as individual contributors often transition into management roles. New managers want to be able to step forward and assume their new responsibilities with confidence. You want to be able to conduct performance appraisals, monitor work processes, communicate effectively with team members, build an internal network of supportive colleagues, and avoid common management pitfalls. You also want to be able to resolve conflicts that arise, coach people to give great performances, and serve as an advocate for your team within the wider corporate structure.

Objective – You will effectively navigate the first 100 days on the job as a manager.

Target Student– This course is intended for a wide range of first-time managers and staff members who are considering transitioning to management roles.

Interviewing Skills for Management

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • Prepare to interview.
  • Conduct an interview and complete the interview process.

Course Outline

Lesson 1: Preparing to Interview

  • Define the Position Requirements
  • Select a Strategy
  • Choose Candidates for Interviews

Lesson 2: Interviewing a Candidate and Completing the Interview Process

  • Begin the Interview
  • Interview the Candidate
  • Select the Candidate
  • Reconsider the Search

Course Details

Duration– 1 day

Description– Every manager knows that to be successful, a company needs to build teams of employees who are the top in their field, work well together, and are happy in the company. However, it is often difficult for managers to find and hire the best people. In this course, you will practice techniques that will empower you to do just that—to hire the best candidate every time through strategies that will improve your success in interviewing. This can reduce or even eliminate significant turnover and allow your company to focus instead on achieving production goals.

Objective – You will examine guidelines and strategies for making effective hiring decisions.

Target Student– Managers and supervisors who need practical interviewing skills.

Prerequisites– It is extremely important that you check with your Human Resources department to become aware of both your company’s hiring policies and procedures as well as the legalities involved in the interviewing process.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Managing Organizational Goals

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • refine goals for your team.
  • develop action plans and contingency plans for achieving your team goals.
  • manage your team and work with stakeholders in your organization to achieve the action plan.

Course Outline

Lesson 1: Establishing Team Goals

  • Clarify General Team Goals
  • Create a Goal Map
  • Translate General Goals into Tactical Goals

Lesson 2: Developing a Team Plan

  • Create Action Plans for Achieving Goals
  • Develop a Contingency Plan

Lesson 3: Achieving the Team Plan

  • Implement the Action Plan
  • Evaluate Success

Appendix A: Creating the Action Plan: Notes

Appendix B: Evaluating Success: Notes

Course Details

Duration– 1 day

Description– As a manager, you are responsible for setting the goals for your team and for managing their work. Organizational goals can often get lost in layers of management and not get communicated to the individual contributors. In the absence of goals, employees can feel unmotivated or can even set their own goals for achievement, which will result in poor and conflicting team performance. In this course, you will develop skills needed to establish tactical goals for your team based on organizational directives and general goals from your manager and create and manage action plans to achieve these goals.

Objective – You will develop skills needed to establish tactical goals for your team based on organizational directives and general goals from your manager, and create and manage an action plan to achieve these goals.

Target Student– This course is intended for the professional employee who is a team leader.

Prerequisites– Prior to taking this course, the student should have knowledge of corporate goals. Other courses that may be helpful are What Good Managers Do: The First 100 Days, Negotiating Skills, and Delegating.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Coaching Essentials

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • establish the coaching relationship.
  • identify methods of conducting the initial coaching conversation.
  • execute an action plan.

Course Outline

Lesson 1: Establishing the Coaching Relationship

  • Observe Performance Before Beginning to Coach
  • Initiate the Coaching Relationship

Lesson 2: Conducting the Initial Coaching Conversation

  • Practice Active Listening Skills
  • Determine the Coaching Approach
  • Have the Initial Coaching Conversation

Lesson 3: Executing the Action Plan

  • Create the Action Plan
  • Modify the Action Plan
  • Recognize That Goals Have Been Met

Course Details

Duration– 1 day

Description– As a leader in your organization, you are expected to help people meet or exceed expectations and to help ensure productivity and profitability for the organization. Coaching is a leadership tool that is effective in improving performance and contributing to the goals of the organization. In this course, you will explore the benefits of coaching, coaching approaches, how to develop an action plan, and methods for ensuring the coaching process is successful.

Objective – You will establish a coaching relationship with the coachee, use appropriate skills for conducting the coaching conversation, and be able to create, monitor, and modify the coaching action plan.

Target Student– Managers, supervisors, team members, team leaders, project managers, mentors and anyone who needs to coach and give feedback as part of his or her job and who wants to learn how to apply the coaching process in order to successfully improve the performance of others.

Prerequisites– There are no prerequisite skills for this course, however, you might be interested in the following related courses: Motivating Employees, Change Management for Managers, Managing Conflict, Performance Management: and Communication Techniques.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Negotiating Skills

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • prepare to negotiate in a business environment.
  • initiate negotiations and follow through on their results.
  • negotiate with your partner.
  • follow through on a completed business negotiation.
  • negotiate in unique business circumstances.

Course Outline

Lesson 1: Preparing to Negotiate

  • Establish a Successful Mindset
  • Research the Other Party
  • Determine the Value of the Item Being Negotiated
  • Determine Where You’d Like Negotiations to Take Place
  • Establish Your Best- and Worst-Acceptable Outcomes
  • Research Your Best Alternative to a Negotiated Agreement (BATNA)

Lesson 2: Initiating Negotiation: Establishing the Ground Rules

  • Establish Rapport
  • Establish Your Status
  • Choose the Communication Method for Negotiation
  • Establish the Rules of Engagement
  • Set a Timeline
  • Establish How Negotiation Results Will Be Communicated and Implemented

Lesson 3: Negotiating

  • Encourage the Other Party to Issue the First Proposal
  • Make the First Proposal
  • Counter the Offer or Proposal
  • Accept an Offer or Abort Negotiations
  • Work Through an Impasse

Lesson 4: Following Through

  • Evaluate the Success of the Negotiation
  • Follow Up on the Relationship

Lesson 5: Negotiating in Special Circumstances

  • Cross-Cultural Negotiation
  • Cross-Generational Negotiation
  • Negotiation with Supervisors and Subordinates

Course Details

Duration– 1 day

Description– Objective – You will perform the basic steps in a business negotiation.

Target Student– Business professionals who may or may not be in a supervisory position and want to learn negotiating skills.

Prerequisites– There are no prerequisite skills for this course, however, you might be interested in the following related courses: Communication Skills, Business Presentations, and Business Writing: From Email to Proposals.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Motivating Your Employees

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • Identify employee motivation levels and needs.
  • Apply strategies to help motivate employees.
  • Apply strategies that create self-motivated employees.

Course Outline

Lesson 1: Understanding Motivation

  • Recognize the Importance of Motivation
  • Assess Employee Motivation Levels
  • Meet Employee Motivational Needs

Lesson 2: Motivating Employees

  • Retain Good Employees
  • Communicate Effectively
  • Clarify Expectations
  • Provide Effective Feedback
  • Establish Goals
  • Choose Rewards

Lesson 3: Encouraging Self Motivation in Employees

  • Encourage Self Motivation
  • Create a Bond with the Organization
  • Provide Professional Growth Opportunities
  • Build a Sense of Accomplishment
  • Encourage Enthusiasm

Course Details

Duration– 1 day

Description– This course will assist you in understanding and implementing strategies that will help to motivate your work force.

Objective – You will identify motivation and the factors that influence it. You will also implement managerial strategies to increase employee motivation, to improve job performance, and ultimately to create a self-motivated work force.

Target Student– This course is intended for new managers, especially those with direct reports, who are responsible for increasing employee motivation and job performance.

Prerequisites– N/A.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Project Management Fundamentals: (Second Edition)

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • identify the key processes and requirements of project management.
  • initiate a project.
  • plan for time and cost.
  • plan for project risks, communication, and change control.
  • manage a project.
  • execute the project closeout phase.

Course Outline

Lesson 1: Getting Started with Project Management

  • Describe a Project
  • Describe the Project Management Life Cycle
  • Identify the Role of a Project Manager

Lesson 2: Initiating a Project

  • Determine the Scope of a Project
  • Identify the Skills for a Project Team
  • Identify the Risks to a Project

Lesson 3: Planning for Time and Cost

  • Create a Work Breakdown Structure
  • Sequence the Activities
  • Create a Project Schedule
  • Determine Project Costs

Lesson 4: Planning for Project Risks, Communication, and Change Control

  • Analyze the Risks to a Project
  • Create a Communication Plan
  • Plan for Change Control

Lesson 5: Managing a Project

  • Begin Project Work
  • Execute the Project Plan
  • Track Project Progress
  • Report Performance
  • Implement Change Control

Lesson 6: Executing the Project Closeout Phase

  • Close a Project
  • Create a Final Report

Course Details

Duration– 1 day

Description– Successfully managing a project requires effective planning and adherence to the industry’s best practices in every step of the process. By understanding the fundamentals of project management, you will be better prepared to initiate a project in your organization and position it for success. In this course, you will identify effective project management practices and their related processes.

Objective – You will examine the elements of sound project management and apply the generally recognized practices to successfully manage projects.

Target Student– This course is designed for individuals whose primary job is not project management, but who manage projects on an informal basis. Also, anyone who is considering a career path in project management and desiring a complete overview of the field and its generally accepted practices can take up this course.

Prerequisites– To ensure your success, it is recommended that you first take the following Element K courses: Word 2000, Word 2002, Word 2003, or Microsoft® Office Word® 2007: Level 1; or have equivalent knowledge. Some on-the-job experience in participating in managed projects would be preferable.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Project Management Professional (PMP®) Certification

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • describe professional project management.
  • initiate a project.
  • plan project work.
  • develop project schedules.
  • develop cost estimates and budgets.
  • plan project quality, staffing, and communications.
  • analyze risks and plan risk responses.
  • plan project procurement.
  • manage project procurement.
  • execute project work.
  • monitor and control project work.
  • monitor and control project schedule and costs.
  • monitor and control project quality, staffing, and communications.
  • monitor and control project risk and contracts.
  • close the project.

Course Outline

Lesson 1: Professional Project Management

  • Project Management Processes
  • Professional and Social Responsibilities

 Lesson 2: Initiating a Project

  • Project Management Context
  • Project Selection
  • Prepare a Project Statement of Work
  • Create a Project Charter
  • Develop a Preliminary Project Scope Statement

Lesson 3: Planning Project Work

  • The Elements of the Project Management Plan
  • Create a Scope Management Plan
  • Create a Scope Statement
  • Develop a Work Breakdown Structure

Lesson 4: Developing Project Schedules

  • Create an Activity List
  • Create a Project Schedule Network Diagram
  • Estimate Activity Resources
  • Estimate Activity Durations
  • Draft a Project Schedule
  • Identify the Critical Path
  • Optimize the Project Schedule

Lesson 5: Developing Cost Estimates and Budgets

  • Estimate Project Costs
  • Estimate the Preliminary Cost Baseline
  • Reconcile Funding and Costs

Lesson 6: Planning Project Quality, Staffing, and Communications

  • Create a Quality Management Plan
  • Document the Project Roles, Responsibilities, and Reporting Relationships
  • Acquire the Project Team
  • Create a Communications Management Plan

Lesson 7: Analyzing Risks and Planning Risk Responses

  • Create a Risk Management Plan
  • Identify Project Risks and Triggers
  • Perform Qualitative Risk Analysis
  • Perform Quantitative Risk Analysis
  • Develop a Risk Response Plan

Lesson 8: Planning Project Procurement

  • Prepare a Contract Statement Of Work
  • Prepare a Procurement Document

Lesson 9: Managing Project Procurement

  • Request Seller Responses
  • Select Sellers

Lesson 10: Executing Project Work

  • The Direct and Manage Project Execution Process
  • Execute a Quality Assurance Plan
  • Develop the Project Team
  • Distribute Project Information
  • Establish a Schedule Baseline
  • Develop a Change Control System

Lesson 11: Monitoring and Controlling Project Work

  • The Monitor and Control Project Work Process
  • Utilize the Change Control Process
  • Review Deliverables and Work Results
  • Control the Project Scope

Lesson 12: Monitoring and Controlling Project Schedule and Costs

  • Control the Project Schedule
  • Control Project Costs

Lesson 13: Monitoring and Controlling Project Quality, Staffing, and Communications

  • Perform Quality Control
  • Manage the Project Team
  • Report on Project Performance
  • Manage Stakeholder Relationships and Expectations

Lesson 14: Monitoring and Controlling Project Risk and Contracts

  • Monitor and Control Project Risk
  • Administer a Contract

Lesson 15: Closing the Project

  • Close the Project Administratively
  • Close Project Contracts

Appendix A: PMP Certification Mapping

Course Details

Duration– 40 hours (5.0 day)

Description– Your ability as a project manager to demonstrate best practices in project management—both on the job and through professional certification—is becoming the standard to compete in today’s fast-paced and highly technical workplace.

Objective – You will apply the generally recognized practices of project management acknowledged by the Project Management Institute (PMI®) to successfully manage projects.

Target Student– This course is designed for experienced project managers who want to increase their project management skills, apply a standards-based approach to project management, and prepare for Project Management Institute, Inc. (PMI®) Project Management Professional (PMP®) Certification.

Prerequisites– To ensure your success, we recommend you first take the following Element K courses or have equivalent knowledge:

Microsoft Word 2000, 2002, 2003 or Microsoft Office Word 2007, Level 1

You should also have some work experience in the area of project management and be familiar with general project-management terms and concepts.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Project Management Skills for Non-Project Managers

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • plan the project and its parameters, including its scope, requirements, resources, and constraints.
  • implement the project plan, which includes putting the work of the project in motion and delegating tasks, and then monitoring the progress of the project and managing changes as they arise.

Course Outline

Lesson 1: Planning the Project

  • Define the Project Requirements
  • Create Your Project Plan

Lesson 2: Implementing the Project Plan

  • Execute the Project Plan
  • Monitor the Progress of the Project
  • Negotiate for Success
  • Evaluate the Process

Course Details

Duration– 1 day

Description– Although you are not formally employed as a project manager, you may occasionally be called on to lead a small- to medium-sized project for your company. In this course, you will strategically plan a project so that you can achieve the desired results on time and on budget. You will identify its requirements and the resources you have to work with, monitor the project’s progress, and mitigate the related obstacles so that you can lead a team in bringing the project to a successful completion. This course will give you the basics on the project management process and the tools needed to manage small- to medium-size projects.

Objective – You will identify methods of effectively managing small- to medium-sized projects and achieving their stated objectives.

Target Student– This course is intended for a wide range of managers and staff members who need to successfully manage small- to medium-sized projects.

Prerequisites– There are no prerequisites for this course.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Managing Project Teams

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • Get to know your team.
  • Manage your team.

Course Outline

Lesson 1: Knowing Your Team

  • Identify Elements of a Team
  • Interaction Within a Team
  • Communicate with the Team
  • Identify Standards

Lesson 2: Managing Your Team

  • Identify Management Needs
  • Provide Feedback
  • Maintain Team Momentum
  • Identify Management Challenges
  • Close Out a Project

Course Details

Duration– 1 day

Description– You want to create and maintain a successful team. Learning how to effectively manage a team is the first step to realizing your goal. In this course, you will determine how to manage the team so that it remains effective.

Objective – You will identify ways of building a team, apply strategies for managing a working team, and identify ways of effectively decommissioning a team.

Target Student– This course is intended for individuals charged with successfully leading a team.

Prerequisites– It is recommended that you have familiarity with the use of teams in the workplace and complete the following courses prior to taking this course:

Practical Leadership

Motivating Your Employees

Change Management

Delivery Method– Instructor-led, group-paced, classroom-delivery learning model with structured hands-on activities.

 

Getting the Results Without the Authority (Includes Business Simulation)

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • build relationships with associates.
  • justify the business need, navigate your company’s culture, and develop a resolution strategy.
  • get what you need from business associates to complete your task.
  • complete a task or project without assistance.

Course Outline

Lesson 1: Building Relationships

  • Lay Groundwork
  • Establish Rapport With Associates by Helping Them
  • Establish Your Credibility

Lesson 2: Creating a Strategy to Get Results

  • Justify a Business Need
  • Build a Plan Around Your Company’s Culture

Lesson 3: Getting What You Need from Others

  • Prepare to Approach Others for Help
  • Ask for What You Need
  • Orchestrate Your Plan
  • Reward Contributors

Lesson 4: Completing the Project by Yourself

  • Justify Completing the Project by Yourself
  • Manage the Consequences of Completing the Project by Yourself

Course Details

Duration– 1 day

Description– In today’s business culture, there are circumstances in which a person who possesses no formal authority is required to accomplish a task or complete a project. Perhaps you will recognize a problem or a business need, and you will assume responsibility to resolve the issue. Or your manager may direct you to complete a task in which you will need to solicit the help of others in order to complete the task. This course offers strategies to build relationships, identify the key people you will need to help complete your project, ask them for the assistance that you need, and orchestrate the process of moving your project forward to completion.

Objective – You will you will get results without the authority.

Target Student– Team Leaders, Project Managers, Project Leads, and anyone else who needs to accomplish results without having formal chain-of-command authority.

Prerequisites –N/A.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Fundamentals of Selling:

Performance-Based Objectives

Select a sales approach so that it matches the sales situation and the needs of the buyer.

  • Prepare for each sales encounter and sell using the sales cycle so that increased sales are achieved.
  • Find and qualify a sales prospect so that the prospect is likely to benefit from and buy the product or service being sold.
  • Make a sales presentation and close the sale so that the customer is satisfied with the deal.
  • Follow up after a sales call so that a successful ongoing sales relationship is built with the buyer.

Course Outline

Lesson 1: Selling Basics

  • Identify Buyer Motivations
  • Identify Types of Selling
  • Select a Sales Approach
  • Communicate with Prospective Customers

Lesson 2: Preparing to Sell

  • Prepare Yourself to Sell
  • Sell Using the Sales Cycle

Lesson 3: Finding and Qualifying Prospects

  • Identify Potential Sources for Finding Sales Leads
  • Develop an Ideal Customer Profile
  • Qualify Sales Prospects

Lesson 4: Making the Presentation and Closing the Sale

  • Get to Know Your Prospect
  • Plan Your Presentation
  • Give Your Presentation
  • Close the Sale

Lesson 5: Following Up After the Sales Call

  • Determine the Appropriate Follow-up Method
  • Develop a Customer Service Program

Appendix A: Works Cited

References and Works CitedTopic

Course Details

Duration– 1 day

Description– Fundamentals of Selling provides an overview of the basics of selling with an emphasis on the different stages of the sales cycle. It provides guidelines and best practices for preparing to sell, finding and qualifying prospects, making sales presentations, negotiating the close, and following up after the sale. By applying the tools and techniques presented in this course, sales professionals will benefit by increasing their sales efficiency and effectiveness.

Prerequisites– There are no prerequisites for this course.

Delivery Method– This course is designed for instructor-led, group paced classroom-delivery, providing students with structured hands-on activities.

 

Developing and Presenting Successful Training for Non-Training Professionals / New Trainers

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • identify the training needs of your audience and the business requirements of your sponsor.
  • develop your training.
  • present your training

Course Outline

Lesson 1: Identifying the Training Needs

  • Establish the Training Charter
  • Perform a Needs Analysis

Lesson 2: Creating Content

  • Develop Classroom Content
  • Write Engaging Instructional Material
  • Develop Activities
  • Develop Assessments
  • Develop Visuals

Lesson 3: Presenting Your Training

  • Assess Your Strengths as a Trainer
  • Present Your Classroom Training
  • Manage Your Classroom Training
  • Present Your Remote Training
  • Improve Your Training

Appendix A: Activity: Establishing Your Training Charter

Appendix B: Needs Analysis Report Template

Appendix C: Sample Training Outline

Appendix D: Activity: Writing Engaging Instructional Material

Appendix E: Activity: Developing Activities

Appendix F: Activity: Presenting Your Training

Appendix G: Activity: Presenting Your Remote Training

 

Course Details

Duration– 1 day

Objective – You will perform the basic steps in a business negotiation.

Description– You may have spent years honing your skills and developing expertise in a subject area. Your colleagues recognize the depth of your knowledge and your keen ability to zero in on problems and elegantly resolve them. But now you’ve been thrust into a training role�you are not only required to exercise your skills, but communicate your knowledge to others. For many who assume a training role, that transition is not easy. Training involves a specific set of skills that an expert in a particular field may not possess. In this course, you will learn how to develop and present successful training.

Target Student– Anyone expected to provide training to an audience, especially those who may not have previous training experience.

Prerequisites– To profit the most from this course, you should be familiar with common word processing and presentation software packages. In addition, you should consider completing the following Element K business skills courses: Emotional Intelligence, Presentation Skills, and Basics of Effective Communication.

Delivery Method– Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Effective Time Management

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • articulate your goals.
  • analyze how you are currently allocating your most precious resources: energy and time.
  • identify elements of your personal work style that contribute to your effective use of time.
  • assemble a collection of time-management tools and strategies that you can use to take control of your time.
  • create an action plan for your time-management process and identify ways to evaluate and improve your efforts.

Course Outline

Lesson 1: Defining Goals

  • Define Time Management
  • Describe Your Dreams
  • Identify Regrets
  • Articulate Goals

Lesson 2: Analyzing Energy Allocation

  • Identify How Energy Is Spent
  • Analyze Tasks
  • Analyze Time Usage
  • Analyze Energy Flow

Lesson 3: Identifying Personal Style

  • Review a Successful Day or Project
  • Analyze Your Preferences
  • Identify Personal Strengths
  • Identify Personal Motivators
  • Reduce Time Wasters

Lesson 4: Assembling the Toolbox

  • Negotiate for Success
  • Delegate Tasks
  • Choose Tools that Work for You

Lesson 5: Creating an Action Plan

  • Create the Action Plan
  • Evaluate the Time-Management Process

Course Details

Duration – 1 day

Description- Time is a form of currency, and the ways that we talk about it illustrate its value: we say “Time is money,” and “My time was well spent,” or “It’s a waste of time.” Like most professionals, you’ve probably struggled with managing this resource effectively. In this course, you will practice techniques that will help you achieve more effective use of your time so that you can direct your energy towards the activities that will further your professional and personal goals.

Objective – You will identify effective time-management strategies, including defining personal and professional goals, establishing priorities, and identifying the tasks that will be critical to achieving those goals. You will create a personal time-management action plan.

Target Student – Professionals in a variety of fields who are seeking improved time-management skills so that they can perform more effectively.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Logistics and Materials Management Training

Performance-Based Objectives

Course Outline

Lesson 1: Business Organization 

  • Types of Activities
  • Reasons for Organization
  • Organization Structure
  • Organization’s Objectives
  • Business Processes
  • Operating Environment

Lesson 2: Supply Chain as part of Business Organization

  • Supply Chain Concept
  • Information and Materials Flow
  • Internal Business relations and communications
  • External Business relations and communications
  • Project Planning
  • Resources, Materials and Services Demand
  • Purchasing and Procurement
  • Distribution

Lesson 3: Logistics and Materials Management as part of Supply Chain

  • Introduction to Logistics and Materials Management
  • Resources, Equipment and Materials Planning
  • Master Scheduling
  • Forecasting
  • Inventory Management
  • Warehouse
  • Materials Movements
  • Transportation
  • Associated Costs Control

Course Details

Duration – 1 day

Description– 

Objective – 

Target Student – Logistics and Materials specialists

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Корпоративная Культура Организации

Основные Оценочные Параметры:

  • Определение основ правил корпоративных отношений и культуры общения;
  • Раскрыть природу этики корпоративных отношений, сущность и основные принципы;
  • Усиление единого корпоративного духа;
  • Установление корпоративных правил.

Краткое Содержание Тренинга

Урок 1: Типы корпоративной культуры 

  • Задачи службы управления персоналом по развитию корпоративной культуры
  • Стили управления
  • Виды Корпоративной культуры

Урок 2: Анализ имеющейся корпоративной культуры 

  • Корпоративная и организационная структура,
  • Определение слабых сторон в устоявшейся системе корпоративных правил, методы анализа и оценки,
  • «Писанные» и «неписанные» правила;

Урок 3:Формализация корпоративной культуры 

  • Определение и разработка документов для внедрения корпоративной культуры, корпоративный кодекс, внутренние правила и стандарты,
  • «Паспорт» для сотрудников;

Урок 4:Внедрение корпоративной культуры 

  • Цели, миссия, политика компании, «борьба с устоями»,
  • Внутрикорпоративный PR
  • Корпоративное позиционирование, планирование
  • Организация и управление корпоративными мероприятиями,

Полученные результаты

  • Знания и навыки в определении корпоративных правил,
  • Стратегии и способы внедрения Корпоративной Культуры,
  • Развитие, поддержание и актуализация Сложившейся Культуры;

Детали Тренинга

Продолжительность – 8 часов

Описание– В любой компании, любого возраста есть сложившаяся Корпоративная Культура.Но зачастую она существует отдельно от целей, миссии и политики компании, тем самым тормозя или нарушая сам процесс деятельности. Этот тренинг рассчитан на выявлении слабых, определение необходимых сторон Корпоративной Культуры, внедрение инструментов направляющих жизни деятельность Компании в необходимое русло.

Цель Тренинга:Вы научитесь создавать здоровую атмосферу в компании, направлять сотрудников на достижение необходимых для компании целей.

Целевая Аудитория – Сотрудники отдела по работе с персоналом, менеджмент задействованный в стратегическом управлении персоналом

Формат Тренинга – Презентация, кейсы, групповая работа над практическими заданиями.

Языктренинга– Русский.

Internal Customer Service and Definition

Performance-Based Objectives

  • Identify internal customers in one’s own work
  • Describe the interrelated organizational relationships in the Libraries
  • Analyze the components of the helping relationship model and its connection to customer service
  • Apply the helping relationship model to their work with internal customers
  • Describe the components that contribute to effective interpersonal dynamics
  • Review the principles of active listening
  • Practice using active listening skills

Course Outline

Lesson 1: Defining the Internal Customer

  • Understanding Organizational Structure
  • Manager / Employee / Colleague / Customer

 Lesson 2: The Helping Relationship

  • Benefits of Collaboration
  • Corporate Relationships Diagram
  • Healthy Business Environment

Lesson 3: Effective Interpersonal Dynamics

  • Leadership Skills Overview
  • Basics of Conflict Resolution
  • Group Problem Solving Techniques

Lesson 4: Active Listening

  • Transferring Positive Statement
  • Body Language
  • Questioning Techniques

Course Details

Duration – 1 day

Description- An internal customer is “anyone you count on or rely upon to complete a task or a function or to provide you with information so that you can get your job done…and anyone who counts on you to complete a task or function or to provide them with information so that they can get their job done”. This Training Course shall help you to identify the internal customer his needs and concerns to improve team performance through internal communications and collaboration.

Target Student – Delegates are representatives of organization with extended/complex organizational chart, staff members whose duties is to continuously work with internal customers (HR, Accounting, QHSE, etc),individuals with lowered motivation caused by communication problems within organization frames.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Mentoring

Performance-Based Objectives

  • Identify their mentoring goals.
  • Develop mentor relationships.
  • Identify methods of closing the mentor relationship.

Course Outline

Lesson 1: Identifying Your Mentoring Goals

  • Identify Your Goals for Mentoring Others
  • Identify Your Goals for Seeking a Mentor

Lesson 2: Developing Mentoring Relationships

  • Benefits of Collaboration
  • Corporate Relationships Diagram
  • Healthy Business Environment

Lesson 3: Effective Interpersonal Dynamics

  • Begin the Mentor Relationship
  • Develop the Mentor Relationship
  • Nurture Untapped Talent

Lesson 4: Closing the Mentor Relationship

  • Share What You Know
  • Leverage Your Networks
  • Close the Mentor Relationship

Course Details

Duration – 1 day

Description– As you continue to grow and develop as a professional, you will increasingly be expected to use mentoring skills to help others reach their fullest potential, enhance their capabilities, and accomplish more work with fewer resources. In this course, you will identify your mentoring goals and clarify what you hope to accomplish through mentoring. You will determine the type of mentoring method that will best suit your goals, identify methods of getting started either as a protégé or mentor, and identify ways of nurturing others’ hidden talents, and you will explore methods of formally closing a mentor relationship.

Objective – You will identify your mentoring goals and clarify what you hope to accomplish through mentoring, determine the type of mentoring method that will best suit your goals, explore ways of nurturing others’ hidden talents, and consider some of the best methods for formally closing a mentor relationship.

Target Student – Managers, supervisors, and team leaders who want to use mentoring skills for enhanced professional growth.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Hiring Outstanding Teams

Performance-Based Objectives

  • Attract the right candidates.
  • Conduct behavioral interviews to identify ideal candidates.
  • Conduct situational interviews and use other employee selection techniques to identify ideal candidates. You will also evaluate candidates and hire your preferred candidate.
  • Integrate new team members onto your team.

Course Outline

Lesson 1: Attracting the Right Candidates

  • Assess Team Capabilities and Needs
  • Initiate the Hiring Process
  • Screen Candidates

Lesson 2: Conducting Behavioral Interviews

  • Prepare for a Behavioral Interview
  • Conduct the Behavioral Interview

Lesson 3: Conducting Situational Interviews and Other Employee Selection Techniques

  • Conduct a Situational Interview
  • Conduct Blended Interviews
  • Evaluate Candidates
  • Hire the Candidate

Lesson 4: Integrating New Team Members

  •  Integrate the New Associate Into Your Team
  • Evaluate Your New Employee

Course Details

Duration – 1 day

Description– You’re a first-time manager who has to create a new team or complete an existing team. You want to locate and interview great candidates, hire the most qualified, and smoothly integrate them into the team.

Objective – You will assess your team needs, attract candidates, interview them, select and hire the ideal candidate, and integrate the employee into your team.

Target Student – First-time managers who need to build a team.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Managing Multigenerational Teams

Performance-Based Objectives

  • Conduct behavioral interviews to identify ideal candidates.
  • Conduct situational interviews and use other employee selection techniques to identify ideal candidates. You will also evaluate candidates and hire your preferred candidate.
  • Integrate new team members onto your team.

Course Outline

Lesson 1: Handling Intergenerational Workplace Issues

  • Map Your Own Generational Attitudes
  • Reinforce Performance Expectations
  • Communicate Effectively with Your Team
  • Motivate Your Team

Lesson 2: Promoting the Skills of Multigenerational Teams

  • Adapt to Multigenerational Teams
  • Maximize the Potential of Generations
  • Collaborate with Generations
  • Coach Generations on Your Team
  • Interview Multigenerational Job Candidates
  • Retain Intergenerational Employees

Lesson 3: Negotiation Matrix

Course Details

Duration – 1 day

Description– You’re the manager of a team of people from different generations and you need them to cooperate, collaborate, and deliver maximum performance.

Objective – You will recognize how generational differences affect your team’s performance and conduct, and you will change problematic behavior, leverage generational assets, and hire and retain members of a specific generation to complement your team.

Target Student – Managers of multigenerational teams who need to resolve problems and lead their members to deliver peak performance.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Practical Leadership

Performance-Based Objectives

  • describe the transition from your role of individual contributor to that of a leader.
  • develop an effective team.
  • identify techniques for leading diverse groups to achieve business results.
  • identify skills required to focus and lead your team to achieve business results.

Course Outline

Lesson 1: Transitioning from Individual Contributor to Leader

  • Define Leadership
  • Identify Your Leadership Style
  • Redefine Your Role

Lesson 2: Developing an Effective Team

  • Develop an Effective Team
  • Coach for Performance
  • Influence for Results
  • Empower Your Team Members
  • Lead Your Team Through Organizational Change

Lesson 3: Leading Different Types of Teams

  • Work with Different Types of Teams
  • Overcome Communication Barriers
  • Overcome Issues Among Team Members

Lesson 4: Aligning Your Strategy for Business Results

  • Identify Core Values
  • Write a Vision Statement
  • Establish a Mission
  • Develop Goals

Course Details

Duration – 1 day

Description– Up to this point in your career, you have been a successful employee or individual contributor, or have recently been promoted to manager. You have developed skills to be successful in your field. In this course, you will learn the practical skills you need to be an effective leader in your organization.

Objective – You will learn practical leadership skills.

Target Student – New managers and individual contributors seeking to develop or enhance leadership abilities with practical skills.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Strategic Planning Skills

Performance-Based Objectives

  • prepare for the strategic planning process.
  • develop a mission statement, define a vision for your organization, and conduct an assessment of internal and external factors that influence your business.
  • apply the information you have gathered and work to apply the values of your company’s mission with its vision to create a successful strategy for your business operations.
  • put the plan into action and work toward the vision. You will implement and monitor the plan to gauge its effectiveness.

Course Outline

Lesson 1: Preparing for the Strategic Planning Process

  • Set the Parameters for the Strategic Planning Process
  • Establish a Committee
  • Gather Operational Data

Lesson 2: Initiating the Strategic Planning Process

  • Develop a Mission Statement
  • Develop a Vision Statement
  • Assess Internal/External Environments
  • Perform SWOT Analysis

Lesson 3: Developing the Strategic Plan

  • Prioritize What the Strategic Plan Will Address
  • Set Goals and Objectives
  • Develop Strategy for Achieving Goals
  • Draft the Strategic Plan

Lesson 3: Executing the Plan

  • Assign Responsibility and Authority
  • Establish a Monitoring System

Course Details

Duration – 1 day

Description– Up to this point in your career, you have been a successful employee or individual contributor, or have recently been promoted to manager. You have developed skills to be successful in your field. In this course, you will learn the practical skills you need to be an effective leader in your organization.

Objective – You will develop an approach to the formulation of strategic programs and initiatives critical for effectively leading and managing an organization.

Target Student – Executives, managers, consultants, and other business professionals who are responsible for strategic planning in an organization.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Strategic Development of Talent

Performance-Based Objectives

  • develop a strategic development plan.
  • analyze your organization’s development needs.
  • develop a learning organization.

Course Outline

Lesson 1: Creating a Strategic Development Plan

  • Build a Strategic Business Plan
  • Formulate a Training Purpose Statement
  • Choose a Talent Development Approach
  • Identify Job Competencies

Lesson 2: Choosing a Development Strategy

  • Conduct a Comprehensive Needs Assessment
  • Collect Employee Data
  • Scan the Environment
  • Choose an Organizational Strategy
  • Educate Employees

Lesson 3: Developing a Learning Organization

  • Develop Your Organization
  • Develop Non-Employees
  • Develop a Training Curriculum

Course Details

Duration – 1 day

Description– N/A

Objective – You will strategically develop talent in your organization.

Target Student – This course is intended for training developers and human resource personnel, although it also provides valuable information to executives interested in sponsoring training programs.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

HR Optimization

Performance-Based Objectives

  • create and maintain a talented workforce.
  • manage employees.
  • create a development plan.
  • communicate effectively..

Course Outline

Lesson 1: Creating and Maintaining a Talented Workforce

  • Hire Quality Employees
  • Create a Diverse Workforce
  • Compensate Employees
  • Create a Benefits Package

Lesson 2: Managing Employees

  • Measure Human and Organizational Capital
  • Manage Change
  • Manage Performance

Lesson 3: Creating Development Plans

  • Improve HR Processes
  • Build Development Plans
  • Develop Leadership Skills

Lesson 4: Communicating Effectively

  • Communicate Clearly
  • Foster Cooperative Employee Relations
  • Position Human Resources

Appendix A: Affirmative Action Decisions

Appendix B: Learning Options

Appendix C: Senior Management Job Rating Scales

Appendix D: Senior Management Personal Ratings

Appendix E: History of Human Resources

Course Details

Duration – 1 day

Description– N/A

Objective – You will optimize your human resources practices.

Target Student – Human resources personnel, as well as first-time managers.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Strategic IT Planning Skills

Performance-Based Objectives

  • prepare for the strategic IT planning process.
  • initiate the strategic IT planning process.
  • develop a strategic IT plan.
  • execute the plan

Course Outline

Lesson 1: Preparing for the Strategic IT Planning Process

  • Overview of Strategic IT Planning
  • Establish a Strategic IT Planning Committee
  • Establish a Strategy Project Plan

Lesson 2: Initiating the Strategic IT Planning Process

  • Establish Strategic Foundations
  • Scan the External Environment
  • Scan the Organization
  • Scan the IT Department

Lesson 3: Developing a Strategic IT Plan

  • Derive IT Goals
  • Convert Goals into an Action Plan
  • Identify Requirements
  • Perform an Investment Analysis

Lesson 4: Executing the Plan

  • Document the Plan
  • Assign Responsibility and Authority
  • Establish a Monitoring System

Course Details

Duration – 1 day

Description– N/A

Objective – You will develop an approach to formulate strategic IT programs and initiatives critical for effectively leading and managing an organization.

Target Student – The target student for this course is an IT manager and other senior professionals responsible for strategic IT planning in an organization.

Prerequisites – Understanding of business processes with experience in practical leadership, leading and managing teams, and managing change.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Strategic IT Planning Skills

Performance-Based Objectives

  • prepare for the strategic IT planning process.
  • initiate the strategic IT planning process.
  • develop a strategic IT plan.
  • execute the plan

Course Outline

Lesson 1: Preparing for the Strategic IT Planning Process

  • Overview of Strategic IT Planning
  • Establish a Strategic IT Planning Committee
  • Establish a Strategy Project Plan

Lesson 2: Initiating the Strategic IT Planning Process

  • Establish Strategic Foundations
  • Scan the External Environment
  • Scan the Organization
  • Scan the IT Department

Lesson 3: Developing a Strategic IT Plan

  • Derive IT Goals
  • Convert Goals into an Action Plan
  • Identify Requirements
  • Perform an Investment Analysis

Lesson 4: Executing the Plan

  • Document the Plan
  • Assign Responsibility and Authority
  • Establish a Monitoring System

Course Details

Duration – 1 day

Description– N/A

Objective – You will develop an approach to formulate strategic IT programs and initiatives critical for effectively leading and managing an organization.

Target Student – The target student for this course is an IT manager and other senior professionals responsible for strategic IT planning in an organization.

Prerequisites – Understanding of business processes with experience in practical leadership, leading and managing teams, and managing change.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

E-Business: Enterprise Wide Planning

Performance-based objectives

Performance-based objectives help students learn the material and enable the instructor to observe that the objective has been successfully completed by each student. Upon completion of this course, students will be able to:

  • Write vision and mission statements for your E-Business and select planning strategies to carry out those statements.
  • Perform a market analysis to help shape your E-Business plan.
  • Select an E-Business model(s), Web site model(s), and Web strategies for your own E-Business.
  • Evaluate and make decisions regarding the internal operation functions for your E-Business.
  • Create a marketing strategy for your E-Business.
  • Develop a financial plan for your E-Business.
  • Write an E-Business plan using the components of a traditional business plan.

Course Outline

Lesson 1: Planning and Strategies

  • Company Vision and Mission Statements
  • E-Business Strategies
  • E-Business Planning Strategies

Lesson 2: Market Analysis

  • Essential Data

Lesson 3: E-Business Model Considerations

  • The E-Business Models
  • Web Site Models

Lesson 4: Operation Plan

  • Operation Plan Essentials

Lesson 5: Marketing Plan

  • Comparing Web Marketing to Traditional Marketing
  • Determining the Marketing Program

Lesson 6: Financial Plan

  • Essential Financial Plan Elements
  • Financial Benefits of an E-Business

Lesson 7: Components of a Business Plan

  • The Elements That Make Up a Business Plan

Course Details

Duration – 1 day

Description– Creating an E-Business entails much more than establishing a Web site. It requires careful and thorough planning. E-Business: Enterprise Wide Planning shows students how to plan an E-Business. Topics such as planning strategies, market analysis, E-Business models, and financing are among the pertinent areas of planning for an E-Business that are explored in this course. Students will learn how to apply planning techniques in these areas in order to use when creating their own E-Businesses.

Objective – After taking this course, students will be better equipped to plan their own E-Businesses.

The next course in the Business & Strategy path is E-Business: Enterprise Wide Project Implementation and Management

Target Student – The target student for this course is a decision-making businessperson who wants to establish an E-Business.

Prerequisites – To ensure your success, we recommend you first take the following Element K course or have equivalent knowledge:

E-Business : Fundamentals of E-Commerce , E-Business : Practical Applications , E-Business : Fundamentals of Enterprise Wide Infrastructure

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Advanced Business Writing

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • focus your document.
  • communicate to your audience effectively.

Course Outline

Lesson 1: Focusing Your Document

  • Determine Your Purpose
  • Determine Your Audience

Lesson 2: Communicating to the Audience Effectively

  • Planning the Writing Project
  • Using Informative and Persuasive Techniques

Course Details

Duration – 1 day

Description– As a first-time manager, you will have the responsibility to write business documents that will help support the goals of your company. In order to successfully create a variety of business documents, you need to thoroughly understand which documents work best for specific situations and how to produce them. In this course, you will learn how to choose the best document to use and prepare to write the document to help you achieve your business goals.

Objective – You will identify specific presentation techniques for various business documents, including business plans, proposals, project plans, contracts, strategic plans, reports, procedures, and policies, and the methods of preparing those documents for your intended audience.

Target Student – First-time managers who want to build their skills to write well-organized and convincing business documents.

Prerequisites – Business Writing

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Effective Business Writing

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • organize and write clear and concise email and instant messages that are appropriate to your company’s business culture.
  • write effective business communications.
  • write letters that are clear, precise, and appropriate to your audience.
  • organize and write a business proposal, complete with visuals, and an executive summary that employ effective strategies of persuasion.

Course Outline

Lesson 1: Writing Email and Other Electronic Communication

  • Organize Your Materials
  • Write an Email
  • Write Instant Messages

Lesson 2: Writing Effective Business Communication

  • Analyze Your Audience
  • Write an Internal Announcement
  • Write an Email Responding to Routine Requests
  • Write an Email to Respond Positively to Customer Complaints
  • Write Bad-News Messages

Lesson 3: Writing a Business Letter

  • Write a Business Letter
  • Write a Thank-You Letter

Lesson 4: Writing Business Proposals

  • Persuade Your Audience
  • Write an Executive Summary
  • Use Visuals

Course Details

Duration – 1 day

Description– Though businesses increasingly rely on technology, technological skills alone do not guarantee success in the workplace. You must still develop your ideas, express them clearly, and persuade others of their viability. This course offers effective strategies to sharpen your writing skills by structuring your ideas logically, exercising diplomacy in letters and reports, and shaping your arguments.

Objective – You will organize and write effective business documents.

Target Student – This course is for individuals who need to write clearly and concisely in a professional environment.

Prerequisites – To ensure your success, we recommend you first take the following Element K course or have equivalent knowledge:

  • Grammar Essentials
  • Microsoft Office Word
  • Microsoft Office Outlook

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

E-Business: Fundamentals of E-Commerce

Performance-based objectives

Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to:

  • Discuss fundamental aspects of E-Commerce, a brief history of the Internet and its influence on E-Commerce, the validity of popular E-Commerce myths, and why E-Commerce is increasingly being integrated into the business model.
  • Discuss customer relationship management, enterprise resource planning, supply chain management, e-procurement, and knowledge management.
  • Discuss common implementation costs, transactions and security concerns, staffing issues related to E-Commerce, and the international marketplace.
  • Discuss different planning, risk management, and metric identification techniques for measuring the success of E-Commerce initiatives.
  • Review marketing statistics on Internet user behavior, different types of marketing communications pieces, and visibility-raising marketing strategies for an E-Commerce presence on the World Wide Web.
  • Research information about E-Commerce-related software, hardware, and service providers.

Course Outline

Lesson 1: Overview of E-Commerce

  • Defining E-Commerce
  • History of the Internet and E-Commerce
  • Dispelling E-Commerce Myths
  • Why E-Commerce?

Lesson 2: The E-Commerce Domain

  • Customer Relationship Management (CRM)
  • Enterprise Resource Planning (ERP)
  • Supply Chain Management (SCM)
  • E-Procurement
  • Knowledge Management

Lesson 3: Facing Challenges in E-Commerce

  • Costs Involved in E-Commerce
  • Internet Transactions
  • Security Concerns
  • Staffing Concerns
  • The International Marketplace

Lesson 4: Achieving Goals in E-Commerce

  • Planning Techniques for Implementing E-Commerce Solutions
  • Evaluating Risk in E-Commerce Planning
  • Measuring the Success of E-Commerce Initiatives

Lesson 5: Developing E-Commerce Marketing Strategies

  • Internet Statistics: A Reference
  • Marketing Communication’s on the Web: A Reference
  • Marketing on the Internet: A Reference
  • Topic title

Lesson 6: E-Commerce: Hardware, Software, and Service Providers

  • Identifying Software Involved in E-Commerce
  • Identifying Hardware Involved in E-Commerce
  • Identifying Service Providers Involved in E-Commerce

Course Details

Duration – 1 day

Description– E-Business: Fundamentals of E-Commerce is an introductory-level course designed to provide the student with a basic understanding of some of the fundamental concepts related to E-Commerce.

Objective – By taking E-Business: Fundamentals of E-Commerce, you will begin the study of foundation coursework in the CAC E-business curriculum. The next course, E-Business: Practical Applications, examines E-Business case studies in a problem-solution format. Once these two courses are completed, you are ready to follow the Business; Strategy path or the Technology; Implementation path, depending on your job role and interest. The Business; Strategy path is geared toward business decision makers and project managers. The Technology & Implementation path focuses on development and is geared toward developers and programmers.

Target Student – The target student for this course is a business professional interested in obtaining some introductory knowledge of E-Commerce.

Prerequisites – 

  • Technical Introduction to the Internet (suggested)
  • Familiarity with basic Internet-related activities, such as using a Web browser and sending email.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

E-Business: Fundamentals of Enterprise Wide Infrastructure

Performance-based objectives

Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to:

  • Discuss the main differences between E-Commerce and E-Business, review several E-Business trends, discover the impact of E-Business on creating a business plan, and discuss E-Business architecture.
  • Discuss CRM core competencies, organizational challenges, CRM implementation trends, and common CRM implementation planning strategies.
  • Define selling-chain management’s core competencies, SM business drivers, and aspects of SM infrastructure.
  • Discuss business drivers for implementing ERP, core aspects of ERP infrastructure, common ERP applications in industry, and common ERP implementation planning strategies.
  • Discuss SCM core competencies, planning and execution processes, supply chain fusion, management issues, and common SCM implementation planning strategies.
  • Discuss E-Procurement business drivers, operating resource procurement, common E-Procurement business problems, buy-side and sell-side applications, and common E-Procurement implementation planning strategies.
  • Discuss core knowledge management application classes, business drivers for KM, core KM architectural characteristics, and common KM implementation planning strategies.

Course Outline

Lesson 1: Moving Toward an E-Business Infrastructure

  • Turning E-Commerce into E-Business
  • Spotting Trends
  • Designing E-Business: It’s More than Technology
  • Building E-Business: It’s All about Architecture

Lesson 2: Integrating Customer Relationship Management Processes

  • Supporting Requirements for CRM Core Competencies
  • Meeting Organizational Challenges to CRM Implementation
  • Spotting Trends Related to CRM Infrastructure Implementation
  • Plotting a Course for Implementing the CRM Infrastructure

Lesson 3: Integrating Selling-chain Management Processes

  • Defining Selling-chain Management
  • Business Drivers for Selling-chain Management
  • The Selling-chain Management Infrastructure

Lesson 4: Integrating Enterprise Resource Planning Processes

  • Business Drivers for ERP
  • Determining ERP Architecture and Its Effect on the Company
  • ERP Applications in Industry
  • Approaches to Implementing ERP
  • Future Trends in ERP

Lesson 5: Integrating Supply Chain Management Processes

  • Internet-based SCM: The Extended Enterprise
  • Internet-based SCM: Supply Chain Planning and Execution
  • Internet-based SCM: Supply Chain Fusion
  • Managing SCM
  • Plotting a Course for Implementing the SCM Infrastructure

Lesson 6: Integrating E-Procurement Processes

  • Business Drivers for E-Procurement
  • Defining Operating Resource Procurement
  • Solving the Procurement Business Problem
  • Buy-side, Sell-side, All around the Web
  • Plotting a Course for Implementing an E-Procurement Infrastructure

Lesson 7: Integrating Knowledge Management Processes

  • Emerging Knowledge Management Classes
  • Drivers for Knowledge Management Integration
  • The Architectural Framework for Knowledge Management Processes
  • Plotting a Course for Implementing a Knowledge Management Infrastructure

Course Details

Duration – 1 day

Description– E-Business: Fundamentals of Enterprise Wide Infrastructure is an intermediate course that provides an understanding of the main functional areas of E-Business applications for the business professional.

Objective – By taking E-Business: Fundamentals of Enterprise Wide Infrastructure, you will continue in the study of coursework in the CAC E-Business curriculum. The next course, E-Business: Enterprise Wide Project Implementation and Management, examines the application of project management techniques to E-Business implementation projects.

Target Student – The target student for this course is a business professional interested in obtaining some intermediate knowledge of E-Business.

Prerequisites – 

  • E-Business: Fundamentals of E-Commerce
  • E-Business: Practical Applications
  • Familiarity with basic Internet-related activities, such as using a Web browser and sending email.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

E-Business: Small Business Site Planning and Development

Performance-based objectives

Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to:

  • Establish an E-Commerce plan, identify E-Commerce equipment requirements, identify E- Commerce software requirements, evaluate Internet connection devices, and understand how to use the Web to get help for your small business.
  • Understand the difference between using an Internet Service Provider (ISP), an online mall, or a Web hosting service that provides you with complete E-Commerce solutions.
  •  Develop a Web site design plan, create an online catalog, and create an electronic storefront environment.
  • Identify methods of payment, enable credit card purchases, use online payment systems, and track finances.
  • Identify how to create a secure environment and discuss legal issues involved with creating an E-Commerce business.
  • Discuss the importance of marketing, register with search engines, and discuss other Internet marketing techniques.
  • Use Customer Relationship Management (CRM) to establish relationships with existing customers and use CRM to enhance relationships with existing customers.

Course Outline

Lesson 1: Planning Your E-Commerce Site and Gathering the Necessary Equipment

  • Establishing an E-Commerce Plan
  • E-Commerce Equipment Requirements
  • E-Commerce Software Requirements
  • Internet Connection Devices
  • Using the Web to Get Help for your Small Business

Lesson 2: Choosing a Web Hosting Service

  • Using an Internet Service Provider (ISP)
  • Using an Online Mall
  • Using a Web Hosting Service that Provides Complete E-Commerce Solutions

Lesson 3: Creating Your E-Commerce Storefront

  • Developing a Web Site Design Plan
  • Creating an Online Catalog
  • Creating an Electronic Storefront Environment

Lesson 4: Enabling E-Commerce on Your Site

  • Payment Methods
  • Accepting Credit Card Purchases
  • Using Online Payment Systems
  • Tracking Your Finances

Lesson 5: Site Security and Legal Issues for Your E-Commerce Storefront

  • Creating a Secure Environment
  • Your E-Commerce Business and the Law

Lesson 6: Marketing Your Site

  • The Importance of Marketing
  • Registering With Search Engines
  • Other Internet Marketing Techniques

Lesson 7: Customer Relationship Management for the E-Commerce Small Business

  • Using CRM to Establish Relationships with Existing Customers
  • Using CRM to Enhance Relationships with Your Customers

Course Details

Duration – 1 day

Description– Students will learn how to plan and develop an E-Commerce small business.

Objective – Students will learn how to plan and develop an E-Commerce small business.

Target Student – This course is targeted to the small business owner, manager, or equivalent who wishes to conduct E-Commerce transactions via the Internet. Students enrolling in this course should understand basic E-Commerce and Internet concepts, and have an idea of what products and/or services they wish to sell.

Prerequisites – Students should have a fundamental knowledge of computers, business operations, E-Commerce, and the Internet. In addition, you will need printers if you want to print the data files created in the course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Effectively Managing Technical Teams

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • establish a technical team.
  • develop technical teams.
  • solve problems within technical teams.

Course Outline

Lesson 1: Establishing a Technical Team

  • Transition to a Technical Manager Role
  • Manage Your Team’s Work Styles
  • Communicate With Your Team

Lesson 2: Developing Technical Teams

  • Select Technical Team Members
  • Develop Career Paths

Lesson 3: Solving Problems Within Technical Teams

  • Promote Sound Decision Making
  • Encourage Creativity
  • Handle Interpersonal Conflict

Course Details

Duration – 1 day

Description– N/A

Objective – You will acquire the skills and knowledge necessary to effectively manage technical teams.

Target Student – This course is designed for team leads, middle managers, and first time managers of technical teams who have basic team leadership skills and knowledge.

Prerequisites – It is recommended that you have basic team leadership skills and knowledge prior to taking this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Project Management for Technical Teams

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • Plan the project and its parameters, including its scope, requirements, resources, and constraints.
  • Implement the project plan, which includes putting the work of the project in motion and delegating tasks, and then monitoring the progress of the project and managing changes as they arise.

Course Outline

Lesson 1: Planning the Project

  • Define the Project Requirements
  • Create Your Project Plan

Lesson 2: Implementing the Project Plan

  • Execute the Project Plan
  • Monitor the Progress of the Project
  • Negotiate for Success
  • Evaluate the Process

Course Details

Duration – 1 day

Description– N/A

Objective – You will identify methods of effectively managing small- to medium-sized projects and achieving their stated objectives.

Target Student – This course is intended for a wide range of managers and staff members who need to successfully manage small- to medium-sized projects.

Prerequisites – There are no prerequisites for this course.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Leading Virtual Teams

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • put together a virtual team poised for success.
  • create a virtual work environment that supports vteam culture.
  • respond to external influences so vteam contributions are relevant and understood.
  • ensure vteam success so the team can achieve its potential for high performance.

Course Outline

Lesson 1: Putting Together a VTeam

  • Establish VTeam Priorities
  • Obtain VTeam Resources
  • Identify Cultural Differences
  • Establish VTeam Culture

Lesson 2: Creating a VTeam Work Environment

  • Choose Technology
  • Train a VTeam

Lesson 3: Responding to External Influences

  • Be a VTeam Ambassador
  • Manage Reactions to External Sources of Change

Lesson 4: Ensuring VTeam Success

  • Manage VTeam Performance
  • Celebrate VTeam Success

Course Details

Duration – 1 day

Description– You have the general leadership skills you need to lead a team. You may even have successfully led a team. Now, though, you’ve been asked to lead a virtual team. In this course, you will develop the knowledge and skills you need to lead a high-performance virtual team.

Objective – You will practice skills and apply principles for leading virtual teams so your team can achieve high-performance status.

Target Student – This course is intended for team leads, managers, and first-time managers with no virtual team experience.

Prerequisites – The prerequisites for this course are general team leadership skills.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Global Marketing

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • analyze your global markets.
  • position your global product.

Course Outline

Lesson 1: Analyzing Your Global Market

  • Determine the Degree of Political Risk
  • Analyze Your Global Markets
  • Develop a Global Distribution Strategy
  • Develop a Foreign-Market Entry Strategy

Lesson 2: Positioning Your Global Product

  • Analyze Cultural Barriers to Market Entry
  • Position Your Global Product
  • Price Your Global Product
  • Brand Your Global Product

Course Details

Duration – 1 day

Description– When it comes to trade, national borders have eroded. Increasingly, maintaining an isolationist position as a country has become difficult for corporations as well as nation-states. An ambitious company may not only distribute its goods globally, it may establish production facilities abroad, agree to joint ventures, and strive to integrate itself into foreign markets. In many respects, global marketing obeys the basic marketing principles you use domestically, but the global scope presents a number of unique problems. In this course, you will learn the essentials of global marketing.

Objective – You will learn how to construct a global marketing strategy.

Target Student – This course is designed for business people with knowledge of basic marketing practices, as well as inexperienced marketing professionals.

Prerequisites – To ensure your success, we recommend you first take the following Element K courses or have equivalent knowledge:

  • Project Management Skills for Non-Project Managers
  • Getting the Results Without the Authority
  • Marketing Essentials

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with

Writing for a Global Audience

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • create a localization strategy, analyze content to identify problem areas, and write content suitable to be localized.

Course Outline

Lesson 1: Preparing Content for Localization

  • Prepare to Localize Content
  • Identify Cultural Language Patterns
  • Write for Localization

Course Details

Duration – 1 day

Description– You are a content developer with a project to localize content into other languages. You have already written the text, or you are planning to write it, and you want to have the content localized as cost effectively as possible. You need to identify and eliminate cultural language patterns from your source content, so that you can effectively and efficiently localize the content. In this course, you will prepare content for localization

Objective – You will prepare content for localization.

Target Student – This course is intended for content developers, trainers, marketing professionals, writers of documentation and technical specification, and product developers who need to create content that is effective and appropriate for a global audience.

Prerequisites – Understanding of business processes with experience in practical leadership, leading and managing teams, and managing change.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Logic In Writing Thinking And Problem Solving

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • Think creatively, reason lucidly, and express ideas with clarity
  • Writing effective speeches.
  • Compiling properly build business emails
  • Assess your ideas and recognize their relative importance
  • Structure your reasoning into a coherent and transparent argument
  • Analyze your argument to confirm its effectiveness.

Course Outline

Lesson 1: Logic In Writing

  • Why a pyramid structure
  • The substructures within the pyramid
  • How to build a pyramid structure
  • Fine points of introductions
  • Deduction and induction: the difference
  • How to highlight the structure

Lesson 2: Logic in Thinking

  • Questioning the order of a grouping
  • Questioning the problem-solving process
  • Questioning the summary statement
  • Putting it into readable words

Lesson 3: Problem Solving

  • Monitor. Assess. Analyze.
  • Facts. Cause. Consequences.
  • Problem Solving Techniques.

Course Details

Duration – 1 day

Description– The clear communication of ideas, whether to clients, colleagues or the management board, is a key factor in determining personal success. Applying the Pyramid Principle will enable you to present your thinking so clearly that the ideas move off the page and into the reader’s mind with a minimum of effort and a maximum of effect.

Objective – Bring your ideas to life.

Target Student – This course is intended for managers, team leads, technical writers, sales and services specialists.

Prerequisites – N/A.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Logistics and Incoterms

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • Be able to describe the principles of logistics and determine the appropriate logistical arrangements for a range of requirements
  • Understand the need for insurance and the types of coverage available
  • Understand the pros and cons of different Incoterms and the appropriate use of Incoterms
  • Know about loss prevention, means and actions to put in place to minimize or prevent loss
  • Know about customs procedures and documentation and the most common documents required for export/import
  • Be able to decide on methods of shipment depending on various factors
  • Understand the functions of the Air Waybill (AWB) and Bill of Lading (B/L) Course Outline

Course Outline

Lesson Topics:

  • Principles of logistics and supply chain management
  • Logistical arrangements
  • Incoterms 2010 and their appropriate use
  • Packing & marking
  • Modes of transportation
  • Shipping documentation
  • Insurance
  • Freight forwarding arrangements
  • Customs clearance procedures and documentation

Course Details

Duration – 2 day

Objective – To provide course participants with:

· A clear understanding of the principles of effective logistical arrangements and to understand methods of mitigating risks and

to optimize the organization’s logistical activities

· The capability to plan, implement and evaluate a logistical exercise appropriate to the value/risk of the goods being transported.

Target Student – This course is designed for those working in the public sector who are interested in gaining a comprehensive overview of appropriate logistical arrangements, documentation and Incoterms.

Specifically, it is relevant to those new to the procurement function or logistics, or those who have worked in the function for some time, but have not previously undertaken formal training. Additionally, those working in functions that include close interaction with the procurement or logistics function, such as program and project staff who would like a closer understanding of logistical activities would find this course relevant.

Prerequisites – N/A.

Delivery Method – Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities

Hiring Top Performers

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

  • Be able to describe the principles of logistics and determine the appropriate logistical arrangements for a range of requirements
  • Understand the need for insurance and the types of coverage available
  • Understand the pros and cons of different Incoterms and the appropriate use of Incoterms
  • Know about loss prevention, means and actions to put in place to minimize or prevent loss
  • Know about customs procedures and documentation and the most common documents required for export/import
  • Be able to decide on methods of shipment depending on various factors
  • Understand the functions of the Air Waybill (AWB) and Bill of Lading (B/L) Course Outline

Course Outline

Lesson Topics:

  • Principles of logistics and supply chain management